on 23-08-2021 05:03
Hi.
Probably in the wrong place, mods please move if appropriate.
I have been with VM for a year now with pretty much zero issues but for the last few weeks it has been nothing but a nightmare. (I live in a block with numerous VM users, everyone is affected the same way). To give you an example for the last 5 days or so:
The connection (Phone, and broadband, I don't have TV) with my Hub 3 has probably been up for 3 hours in 24. I seem to be stuck in a technical support loop.
I or somebody else affected raise a support call, (fault registered) it is flagged, and the service status page indicates the area fault, ticket number included, Engineer called etc, fix by 8-12 hrs.
Email/SMS then received, fault fixed, thank you etc etc. An hour or two if you are lucky later, router connection fault landing page, rinse and repeat. Obviously this time with a different ticket number. Groundhog day, and so it goes on.
This is of course during operational hours, outside of this you cannot raise a fault and it is off for the duration. Sometimes after running the VM test it recognises the fault and lets me book an engineer visit (also via the helpline), but of course once this is flagged as an area wide issue and 'fixed', the engineer visits are cancelled automatically.
As I say this is not a home equipment issue. Myself and every VM user here that I speak to is back on straight away once the 'fix' is done.
I work from home, do shifts that involve unsociable hours and large data packets and my work has been impossible. I have racked up a fortune in data add-ons to my mobile phone provider and barely scrape by then given the limitations.
I work in IT (not network/cable related) so am not a complete noob user. One thing I have noticed is that the router when rebooted during the outages indicates it is doing an update and either re-flashes a new firmware or reverts to factory defaults. Not every time but sometimes.
Any help gladly appreciated. I have kept the last few ticket numbers if that helps. Either that or if somebody could point the way or the process of getting out of my contract without financial penalties.
Thank You.
on 23-08-2021 15:17
on 23-08-2021 15:59
Thanks for all that.
Its recently come back on and one positive side note is they didn't close the ticket immediately so maybe its being monitored this time. I will create that BQM if it stays up long enough and follow all your other step.
Cheers.
on 25-08-2021 17:18
Hi johngarty,
Thanks for your post and apologies to hear about the issues you have been having.
Taking a look t this, I can see you have been speaking with me colleague Molly who has referred this over to the area manager. As soon as she gets a reply, she will come back to you on your original thread.
Thanks,
on 25-08-2021 19:03
Thank you.
on 27-08-2021 19:51
You're welcome @johngarty
If you do not hear anything back by Tuesday (allowing for Bank Holiday, sorry) please do get back to us.
Regards
Lee